Hi guys,

            Don't be afraid by the word 'Linux' if you're dealing with a
DSL customer. On many occasions you will get customers who are
'connecting their DSL up to a linux box.' You DON'T need to know how to
use linux, or even spell it in order to help these customers. Most linux
users you will find, will know how to configure it themselves, and
simply need information. Though not all. Remember you don't need to
actually configure it for them, but possibly just provide them with
information. There will often be 1 of 3 main scenarios you will get with
a Linux customer. 

1. Connecting a standard bridged modem, like a Dlink 300, into a linux
box.

- They will often connect using a simple PPPOE client(similar to
RASPPPOE). One such is called Roaring penguin. You don't need to know
how to configure it, the customer most likely will. Just make sure you
provide them with information such as they simply need to connect using
their Username & password. Provide them with the
username@dsl.pacific.net.au etc, as if you had a customer using
raspppoe. 

2. Customer hooking a router(such as a dlink 500) into their linux box.
Generally it's exactly the same as configuring a normal dlink 500, or
pro, or whatever router they're using. Again, you don't need to know how
to use linux, it's almost exactly the same as a customer configuring  a
500 from a pc. If you don't know how to do this, ask someone in business
tech. Find out what information they may need. It may be them just
needing to know the username/password again - don't be put off by the
word 'linux'

3. Customer with a bridged modem(dlink 300 etc), going into a
router(like a sonicwall, snapgear etc), then into a linux box -
basically the same as number 2 - support level remains the same. 

Key thing to remember, you DON'T need to know anything about linux - so
don't automatically ship it off as a callback where you could most
likely finish the call yourself with a little assistance,
 

Cheers

Marcus Dunn 
Corporate Technical Support 
PACIFIC INTERNET AUSTRALIA 
1/1 Southbank Boulevard 
Melbourne, Victoria 
corptech@pacific.net.au 
Web: www.pacific.net.au 
ph: 13 36 39 

Australia, Singapore, Hong Kong, Philippines, India and Thailand 
NASDAQ: PCNTF 
Join an Internet service provider that makes the Net work for you.
http://www.pacific.net.au 

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This kind of mentality doesn't just apply to linux, theres a bunch of
people out there using weird and wonderful equipment that we don't know
how to configure etc.. that doesn't mean that we cant provide a bit of
advice in user names passwords vpi vci settings encapsulation settings
and a few things that they can try (switching between pppoa and pppoe
for example)

 - Matt T